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TOYOTA ANNUAL REPORT 2010 4
■ Current and Future Technical Offices
＜North America＞We have plans to establish technical offices in five locations across the United States, including in New York, which has been in operation since
        September 2009. We also have plans to establish two technical offices in Canada.
         Locations：
❶New York, ❷San Francisco, ❸Denver, ❹Florida, ❺Texas, ❻Toronto, ❼Calgary
＜Europe＞New technical offices are scheduled to be established in ❽England, ❾Germany, 󱀓France, 󱀔Spain, 󱀕Italy, 󱀖Russia and 󱀗Northern Europe.
＜China＞New technical offices are scheduled to be established in 󱀘Beijing, 󱀙Shanghai, 󱀚Guangzhou, 󱀛Chengdu, 󱀜Tianjin and 󱀝Changchun.
     In addition, we will strengthen the function of the existing  Bahrain and  Panama representative offices. We also plan to respond with direct visits to
     distributors in each country.
＜Japan＞There are a total of 12 technical offices conducting operations across Japan.
●…Existing sites
●…Scheduled sites
●…Proposed sites
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　２）Increasing the Number of Technical Offices
Consisting of several experts in the service, R&D and quality control areas, technical offices
have been established in each region to enhance the gathering and communication of
technical information that is used to determine the necessity of recalls and to improve
overall quality. We are increasing the number of technical offices in North America from
one to seven; we are also establishing new technical offices in other regions, including
seven in Europe and six in China.
　１）Strengthening the Information Gathering Function
The inspection of Customer Vehicles: In the United States, Swift Market Analysis Response
Teams (SMARTs) are committed to responding to customers within 24 hours of contact by
the customer. A SMART dispatches trained technical field staff to inspect customer vehicles.
In addition to evaluating customer vehicles, the SMART gathers data and parts as needed to
ensure a thorough understanding of customer concerns in the eld.
　In May 2010, the Design Quality Innovation Division
was established within the technical divisions to
reflect customer feedback in vehicle design, improve
the quality of design drawings and develop human
resources. Also, we are implementing thorough
preventative measures that include gathering Japanese
and overseas market information by SMART members
as well as the inclusion of appropriate countermeasures
in the development of each design. A SMART vehicle inspection
　３）Using EDRs and Remote Communications Functions to Assist Root Cause Analysis
Onboard event data recorders* (EDRs) record driver operation and vehicle performance data
before and after an impact and are used in investigating the cause of an accident. Many
vehicle models in Japan and the United States already have onboard EDRs, and by the end
of 2010, EDRs will be included in all Toyota vehicles distributed in the United States. We are
also working to improve the data readout function. Furthermore, the use of existing remote
communications functions such as G-BOOK will help create a mechanism for information
collection that is linked to quality improvements and useful for root cause analysis.
* Event data recorder (EDR): A device that records acceleration, braking and other vehicle performance conditions for analysis when an impact occurs.
（１） Strengthened Monitoring Function: The Early Detection and Resolution of Problems
We are improving the safety decision-making process and speed of implementation by
strengthening the process for gathering quality information from our customers in each
region and rapidly and accurately analyzing the information. Furthermore, we will take the
following measures to prevent safety issues before they occur.
Specific Measures to Improve Safety and Quality
　４）Strengthening Information Analysis and Improving the Safety Decision-Making Process
We have created an Integrated Quality Information System for the uniform management
of customer complaint information from dealers and distributors, as well as warranty repair
and technical information from a variety of sources, to strengthen our analysis capabilities.
This effort targets the early detection and resolution of problem areas. In the safety
decision-making process, customer representatives from each region participate in recall
review meetings to improve the mechanism for accurately reflecting customer feedback
and regional concerns.
Chairman's Message
Special Feature
Top Messages
President's Message
Financial Section
Investor Information
Corporate Information
Special Feature
Consolidated
Performance Highlights
Business Overview
Commitment to Quality
Commitment to Quality